• 2 x roles, can be Sydney or Melbourne based 
• 2nd LOD
• Work for a leading Industry fund  

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

Your role will work with the Head of Operational Risk to support the effective operation and optimisation of the Rest risk management framework, including the provision of risk management education and advice to ensure the maintenance of appropriate risk management culture and capability across the business. 

Key Responsibilities:

• Partner with the business to support and improve Rest's Operational Risk Management Framework
• Provide risk education, advice, and training to first line risk teams and the broader business
• Oversee the effectiveness of risk management policies and practices
• Support the monitoring, review, and reporting of the Risk Appetite Statement and associated key risk indicators
• Enhance risk culture and awareness across Rest business units
• Undertake second line assurance reviews and prepare risk reporting for Executive Leadership and Board/Committees
• Provide risk support and advice on regulatory reviews, change initiatives, risk incidents, and compliance breaches
• Support the implementation of CPS230 and associated business resilience practices
• Assist with the identification of risks, controls, and obligations of critical operations
• Support the implementation of the new risk system and uplift the quality of risk data
• Contribute to the roll-out of new business continuity obligations and plans

What you get to do in this role

• Use your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), Keeping customers informed (KCI) by diving the reduction of backlog and increasing efficiency.
• Manage a mature team , including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and uphold Change Management processes as they relate to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams.
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

What you get to do in this role:

• Manage a book of mid-market renewals as the primary or secondary driver in close alignment with the Mid-Market Account Executive.
• Develop win/win negotiation strategies that maximise contract value while enhancing the customer relationship and the value they are realising from ServiceNow.
• Engage independently in customer conversations around renewal timing, pricing, legal, and general customer needs.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Maintain an understanding of ServiceNow licensing models to provide both sales and customer assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Own renewal forecasting cadence and opportunity management and ensure forecast is accurate and escalate risk as needed.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Present renewal proposal(s) and customer options and notify customer of upcoming contract expiration.
• Work with Legal, Deals Desk, and Sales Operations to resolve complex issues regarding approval and finalisation of executable OF

What we're looking for?

• Strong and experienced leader with the ability to lead by example, believe in a strong team culture and set the scene for high performance. A results-driven individual who communicates and delegates effectively.

What you will be doing?

• Providing leadership and management support to the Rooms Division operation and ensure that all related areas are performing in a cohesive manner linked to the hotels core objectives and company philosophies.
• Be flexible and willing to work across the 7 days to ensure service standards expected are being achieved.

• Financial Services - Join an Award-Winning Superannuation Fund Provider
• Execute the Risk Management Framework within the Service Model Transformation 
• 12 Month Fixed Term Contract 
• Sydney Located - Hybrid Working (Blend of Sydney CBD Office and Home) 

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

About the Job 

The primary purpose of this role is to execute Rest risk management framework within the Service Model Transformation Program. This role involves identifying, assessing, and mitigating risks that might impact the successful delivery and completion of program, and manage risks introduced into the business as a result of the transformation.

The individual will report to the Head of First Line Risk, and work closely with the Portfolio Director, project managers and key business and project stakeholders to ensure that all SMT project streams are executed with a clear understanding of potential risks and that appropriate risk responses are integrated into project planning and execution.

Key Accountabilities/Responsibilities

• Performing 1st Line of Defence risk project delivery and delivered risk assessment on all project streams. This will includes ensuring the project adhered to the Risk Management Framework.
• Develop risk response strategies to manage identified risks effectively.
• Performing risk assessment across the all the project streams, aggregation of all the projects risks and determining the overall impact to the SMT program risk profile.
• Work closely with project managers to integrate risk management into the project lifecycle, and oversee maintenance of the RAID register.
• Provide regular reports to the Portfolio Steering Committee on the status of the project risks and the effectiveness of mitigation strategies. This will include escalation of significant risk issues promptly.
• Ensure the project risk management activities comply with Rest policies and frameworks and regulatory requirements.